As a Member Resolutions Case Specialist, you'll manage escalated member complaints and disputes, working closely with members and internal stakeholders to deliver fair, timely and member-focused outcomes. You'll play an important role in maintaining trust, improving member experiences and helping identify opportunities to strengthen the way we work.

Why You Will Be Excited About This Role

This is an opportunity to take ownership of complex cases and make a genuine difference to the member experience.

You'll investigate concerns, analyse information, collaborate with stakeholders and communicate outcomes clearly and professionally. Every case is different, offering variety, challenge and the opportunity to apply sound judgement in situations that matter.

You'll also contribute to broader service improvements by identifying trends, uncovering root causes and helping prevent issues from occurring in the future.

Why You Will Like Working Here

Work is important, but so is having the flexibility and support to enjoy life outside of it.

At CBHS, you'll have the opportunity to do meaningful work while enjoying benefits that support your wellbeing and work-life balance.

- Hybrid working arrangements
- 5 weeks annual leave
- $1,500 health insurance subsidy
- Free breakfast and snacks in the office
- Ongoing learning and development opportunities
- The chance to influence member experience and drive service improvements

What You Will Be Working On

You'll take ownership of escalated member complaints, disputes and complex enquiries from initial investigation through to resolution.

Your work will include:

- Investigating and resolving escalated member complaints and disputes
- Communicating outcomes clearly, professionally and empathetically
- Ensuring complaint handling is fair, timely and compliant
- Working closely with stakeholders across the business to support resolutions
- Maintaining accurate case records and documentation




- Identifying complaint trends, service gaps and improvement opportunities
- Contributing recommendations that enhance member experience, products and processes
- Supporting a culture of continuous improvement across the organisation

What You'll Bring

You'll thrive in this role if you enjoy solving complex problems, can confidently manage challenging conversations and take pride in delivering fair outcomes.

You'll bring:

- 3+ years' experience within Private Health Insurance or another highly regulated industry
- Experience managing complaints, disputes, escalations or complex customer resolutions
- Strong written communication skills, with the ability to prepare clear, professional and well-reasoned complaint responses
- The ability to investigate complex matters, analyse information and apply sound judgement
- Experience balancing member outcomes with legislative, policy and compliance requirements
- Strong organisational skills and the ability to manage competing priorities within service and regulatory timeframes
- The ability to identify trends, uncover root causes and contribute to continuous improvement initiatives
- A calm, professional and empathetic approach when dealing with sensitive situations

This role would suit someone who enjoys taking ownership of complex cases, influencing positive outcomes and using member feedback to improve services and experiences.

Alternative job titles

Complaints Case Manager, Member Resolution Specialist, Customer Resolution Specialist, Dispute Resolution Officer, Complaints & Escalations Consultant, Customer Advocacy Specialist, Resolution Case Manager.

During the selection process, candidates will be required to undergo additional background checks including verification of experience and qualifications in determining their suitability for the role. Successful candidates will also need to agree to undergo a National Police Check

Please note only successful applicants will be contacted

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📌 Member Resolutions Case Specialist (Parramatta)
🏢 CBHS Health Fund
📍 Parramatta